Description

Why Bally's?

Bally’s Corporation is one of the world’s leading entertainment companies, with millions of players across digital gaming platforms and traditional casino venues. Recognized for our innovation, energy, and dedication to creating thrilling gaming experiences, we were born to entertain.

A career with Bally’s means starting on a path to endless possibilities. Our growing business is searching for service-minded individuals looking for a place to build and grow, excel, and truly make a difference. So, if you want to be challenged in an exciting and fast-paced environment, this is the place for you!

The Role

The Regional Call Center Director is responsible for the overall operation of the Regional Contact Center, ensuring outstanding customer service, achievement of department KPIs, enforcement of hotel and casino policies and procedures, as well as proper selling techniques designed to enhance overall hotel and casino revenues.

Responsibilities

• Creates a positive, professional work environment
• Builds a high-performance, revenue-generating team through consistently improving selection, development, and retention of staff
• Responsible for maintaining and deploying daily, weekly, and monthly KPI reports
• Meets or exceeds KPI goals
• Collaborates with multiple properties to meet or exceed P&L goals
• Efficiently resolves guest issues and uses root-cause analysis to prevent recurrences
• Contributes to strategies to help achieve financial objectives including hotel yield coordination
• Proactively recruits and trains qualified individuals
• Pushes for continuous improvement through ongoing learning and training
• Develops, deploys, and administers departmental standards and regular standards testing
• Leads by positive example, establishes clear communication, and maintains professional relationships within and outside the department
• Creates process to ensure the department responds promptly to internal and external requests
• Creates processes which elevate the guest experience
• Assists with hotel room, dining, marketing event, and other reservations as assigned
• Collects and interprets call data to refine operations and build efficiencies
• Looks for continuous improvement to serve the needs of our guests and employees
• Proactively collaborates with marketing, hotel operations, IT, F&B, and other departments to develop best practices which serve guest needs and company goals
• Ensures that departmental policies and procedures are effectively delivered to staff
• Creates a playful and competitive environment, measuring success through data analysis
• Celebrates individual employee and whole team improvement
• Other duties and/or projects as assigned from leadership

Qualifications

• Bachelor’s degree in a related field
• At least 5 years of experience overseeing hospitality operations, call center operations, or similar
• At least 3 years of experience with hotel property management systems (PMS), telecommunication software, and/or revenue management systems (RMS)
• Excellent people skills and excellent communication skills
• Strong MS Office skills (Excel, Word, Outlook, PowerPoint)
• Self-motivated leadership skills

What’s In It For You

• Competitive salary with annual performance bonus
• Comprehensive health coverage plan that includes medical, dental, and vision
• 401(K)/ Company Match
• Employee Stock Purchase Plan
• Access Perks and Childcare discounts

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Hotel property management systems (PMS), telecommunication software, and/or revenue management systems (RMS)